Workplace Experience Manager

This position is responsible for the end-to-end LSEG colleague and guest Experience within the assigned portfolio, with the focus on providing outstanding Experience in the Workplace. Experience is at the core of the service delivery, workplace activities need to be as human-centric and engagement focused as possible, with team management, site operations, service contracts, sourcing, procurement, and financial decisions made with this in mind, while maintaining safe working practices throughout all we do. The role acts as point of contact for LSEG's global real estate (GRE) team regarding Workplace activities at a site level and supports account initiatives by driving consistent implementation and delivery. A key aspect of this role is engagement, interfacing not only with GRE, but also other service partners such as security and catering services, with Landlords as relevant, along with LSEG colleagues and visitors as the ultimate service recipients. This role will deputise for the UK & Ireland Hub Lead for the London properties.,

• Develop existing and bring in new talent and capabilities into the Workplace Services team.
• Introduce technology and digital platforms to enable the team to be mobile and present on the occupant floors.
• Ensure there is a highly proactive, responsive, dynamic, and agile team.
• Pro-actively develop and manage Client relationships ensuring that expected service levels are achieved.
• Comply with all requirements of the LSEG contract and meet or exceed Key Performance Indicators (KPI).
• Deliver an exceptional quality of service to LSEG, as reflected by Client feedback.
• Actively encourage an environment that supports teamwork, co-operation, performance excellence and personal success.
• Proactively manage the team to deliver surprise and delights.
• Develop the team through performance assessments and training, managing staff workload through correct resourcing and developing a succession plan for key team members and onsite vendors.
Operations Management
• Ensure the delivery of all operational requirements as per the scope of works across sites.
• Develop and implement operational procedures and performance measures to ensure simplification and accuracy of work methods, reliability of systems and consistency.
• Support account initiatives such as user experience programmes, JLL system rollouts, regional training programmes/workshops and others as appropriate, through driving implementation and consistency across your portfolio.
• Drive LSEG specific initiatives such technology rollouts, benchmarking, best practices etc.
• Ensure operations are aligned to financial processes and controls are followed to achieve good financial management.
• Ensure compliance with JLL and LSEG Health, Safety, Environment and Risk Management policies and procedures.
• Ensure data integrity of all systems and perform audits from time to time.
• Hire, attract and retain a team of top talented employees and to ensure company standards are met.
• Generate reports and conduct presentations as per the service delivery requirements and overall account management.
• Coordinate churn work and minor project works requested by users.
• Resolve LSEG colleague complaints and concerns with solutions and follow up.
• Review JLL suppliers/service providers performance to ensure contractual obligations are delivered.
Ensuring Exceptional Customer Service
• Anticipation and response to needs and concerns of multiple clients and transform problems into opportunities.
• Monitors and manages 3rd party vendor performance related to soft services delivery.
• Proactively identifies and escalates risks and issues at the account level (audit findings, client complaints, material vendor service issues, information security, any impact to the Account KPI's).
• Shares plans to take corrective action based on KPI and survey results with client leadership.
• Engages in a culture of continuous improvement and innovation by leveraging business intelligence, adopting, and participating in the development of best practices at the IFM platform level including new tools, process re-engineering and other ideas that provide service delivery efficiencies.
• Perform additional job duties, as requested.
  
  A minimum of 5 years in hospitality or facility management industry managing large facility operations.
• A minimum of 3 years of people management experience.
• An added benefit would be a bachelor's degree in hospitality, facilities management, building, business, or other related field; however, this is not a must.
• Excellent verbal and written communication skills as well as presentation skills.
• Able to adapt in a fast-paced working environment and versatile in meeting client changing needs and requirements.
• Strong analytical, organization and administration skills.
  
  Our people at JLL and JLL Technologies are shaping the future of real estate for a better world by combining world class services, advisory and technology for our clients. We are committed to hiring the best, most talented people and empowering them to thrive, grow meaningful careers and to find a place where they belong. Whether you've got deep experience in commercial real estate, skilled trades or technology, or you're looking to apply your relevant experience to a new industry, join our team as we help shape a brighter way forward.
Our goal is to provide enhanced workplace experiences that will be long remembered by our clients. In this role you will be a part of delivering a best-in-class experience for our client's personnel, customers, and guests in a connected workspace which promotes a culture of inclusion and safety. With a focus on creating an environment that enhances productivity, collaboration, and well-being, you'll have the opportunity to create exceptional workplace experiences and drive LSEG colleague satisfaction and engagement to create opportunities for everyone to flourish., Jones Lang LaSalle (JLL), together with its subsidiaries and affiliates, is a leading global provider of real estate and investment management services. We take our responsibility to protect the personal information provided to us seriously. Generally the personal information we collect from you are for the purposes of processing in connection with JLL's recruitment process. We endeavour to keep your personal information secure with appropriate level of security and keep for as long as we need it for legitimate business or legal reasons. We will then delete it safely and securely.